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Report: Net Promoter Score Benchmark Study, 2014

Experience Matters

For most industries, the average NPS is highest with older consumers and is lowest with younger consumers. Benchmarks Customer Connectedness Customer experience CX measurement Net Promoter Temkin Group Research Voice of the customer analytics text analytics' Investment firms have the largest generation gap.

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Seven Stages to a Data-Centric Mindset

Experience Matters

They’re frustrated that business partners aren’t lining up for as much of this insight as they can possibly consume. The bottom line : Help your business partners develop a customer-centric mindset. Customer Connectedness Customer experience' They see a ton of valuable insights in their work that go to waste.

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Data Snapshot: Media Use Benchmark, 2015

Experience Matters

This is our annual analysis of how much time consumers spend using different media channels (see last year’s data snapshot ). consumers about their media usage patterns and compared the results to similar data we collected in January 2014, January 2013, and January 2012. The bottom line: Mobile use continues to rise.

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Report: 2015 Temkin Experience Ratings

Experience Matters

We published the 2015 Temkin Experience Ratings , the most comprehensive benchmark of customer experience. consumers to rate 293 organizations across 20 industries (we added utilities this year). 2015 Temkin Ratings Benchmarks Customer Connectedness Customer experience Temkin Group Research'

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Report: Lessons in CX Excellence, 2015

Experience Matters

This report provides specific examples of how these companies’ CX efforts have created value for both their customers and for their businesses. We also highlight their best practices across the four customer experience competencies—purposeful leadership, compelling brand values, employee engagement, and customer connectedness.

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Report: What Happens After a Good or Bad Experience, 2015

Experience Matters

This is our annual analysis of which companies deliver the most and least bad experiences, how consumers respond after those experience (in terms of sharing those experiences and changing their purchase behaviors), and the effect of service recovery (see last year’s report ).

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11 Customer Experience Trends for 2016 (The Year of Emotion)

Experience Matters

As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. Effort Metric Expanding. Value-as-a-Service Emerging.

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